| Confidential Helpdesk Specialist Responsible for providing Tier 1 help desk support including telephone and email support to end-user community on SharePoint related problems, questions, and use. Provide first-level problem resolution on the telephone or email with users and walk the user through a series of steps to determine problem classifies level, priority, and nature of problem. Open, track, and close trouble tickets ensures problem ownership and promotes end-user satisfaction. Respond to all calls and email inquiries within five minutes of receipt. Upon receipt of an inquiry or trouble issue, create a Help Desk ticket via Microsoft SharePoint. Within 30 minutes of resolution document the appropriate solutions via SharePoint. Typical day-to-day tasks include: - Granting Read/Write/Contribute access to SharePoint folders/groups
- Resetting passwords and editing account information.
- Enabling/disabling and granting user roles
- Management of user hierarchy
- Answering General Web Form Questions
- Adding and updating existing data field data
- Uploading documents in web forms/SharePoint.
- Document editing/versioning
- Creating SharePoint lists
Confidential Desktop Support Technician - Hardware troubleshooting desktop, laptop, PDA, printer, etc.
- Windows XP and 7 operating systems
- Microsoft Office 2003/2007 Word, Excel, PowerPoint, Access, etc.
- Workstation configurations, migrations, upgrades and deployments
- Desk-side telephone installation and support
- Network connectivity
- VPN and remote access
- Desktop and laptop configurations
- Antivirus and anti-spam troubleshooting
Confidential IT Support - Configured and maintained Windows desktop and laptop PCs for all users across three office locations: Arlington VA, Reston VA and Kihei HI. Responsible for end user support, trouble ticket workflow and resolution using Kayako Resolve, for 50 employees.
- Performed upgrades from XP and Vista to 7 32 64bit , built and deployed all end user systems. Employed break and fix methods as well as trouble shooting trees to repair systems.
Systems Administration - Maintained corporate infrastructure for same three offices performing the following
- VMware Administration, covering all aspects of VCenter, VSphere, and Hypervisor to create a 100 virtualized environment for both corporate infrastructure and a three tier development environment.
- Exchange 2010 Administration
- Server 2008 2003Administration, including DNS, print services, DFS NFS management
- Migrated SharePoint 2007 to SharePoint 2010 and served as SharePoint Administrator
- MS Team Foundation Server Administrator for the development team
- LAN/Sever monitoring and management using Solar Winds IP Monitor and MS System Center Essentials
- BES server administration
- Maintained and managed corporate Active Directory
- Group Policy management, creation, implementation and administration across three 3 corporate domains
- Installed KVM for remote server monitoring and management
- Installed/Managed CISCO ASA to create firewall to protect LAN, also used ASA to create a VPN for remote project managers and software developers
- ISA and Forefront Server administration
Confidential Part time and on-call IT support and consulting - Setup office PCs and configured office LAN
- Maintain HP Proliant server
- Installed and configured software across the network
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- VMware VCenter, and VSphere Installation, Configuration, and Administration
- Windows Server 2003 2008 Installation, Configuration, and Administration
- Active Directory and Group Policy Configuration and Administration
- SharePoint 2007 2010 Installation, Configuration, and Administration
- Exchange 2007 2010 Installation, Configuration, and Administration
- ISA and Forefront Server Installation, Configuration, and Administration
- Team Foundation Server Installation, Configuration, and Administration
- Blackberry Enterprise Server Administration
- CISCO ASA management
- Entry level experience with Visual Basic.NET using Visual Studio 2008
- Entry level experience with Java using BlueJ IDE
- Entry level experience with C using MonoDev IDE
- Entry level experience with XHTML
- Entry level experience with Oracle, and SQL Sever
- Ubuntu, RHEL, and CentOS Linux user with CLI and scripting experience
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